HTC

[rfigueiredo]

Since ICS update, mail won't sync exchange account

Reports error:

"Your echange server requires that  you enable security policies to continue synchronizing.  Would you like to continue?"

Clicking 'Ok' causes screen to flash, then return to same screen.  Problem not resolved.

Please help

R

[James]

Hi rfigueiredo,

Thanks for your question here and welcome to the Vodafone eForum from all of the team.

So that we can look into this for you please can you let us know who is the mail provider that you are setting up as an exchange account on the HTC Sensation?

If you can let me know I will be able to test this for you when I get my hands on the device on Monday and advise you further.

James

[rfigueiredo]

Hi James,

HTC Sensation running ICS 4.0.3, Sense 3.6

E-mail is provided by nhs.net

server: eas.nhs.net

Was working fine with push updates until ICS update

Now has problem as described above.

I have encrypted the SD card.  I have replaced the SD card with a new one (and encrypted it).  No change

I have tried deleting the e-mail account and re-adding it.  No change

I would be very grateful for your assistance

[allys2]

Hi Folks, I received the ICS update yesterday and have exactly the same problem. It's a business handset purchased under our Vodafone corporate contract, and I'm also using nhs.net, which is exchange 2007. This was working perfectly prior to the update. Any suggestions would be gratefully received.

[allys2]

Ok, seems to be a general issue:

http://code.google.com/p/android/issues/detail?id=26847

Once again device encryption is tripping up Android. My S2 went back as it crashed when attempting to enforce device encryption, which is why I have the Sensation.

I would happily go back to 2.3 but as far as I'm aware there is no method for doing this that doesn't void my warranty. What is Vodafone's solution?

[Playtoe]

Same problem here. Went through all the pain of a factory reset and it made no difference. This was working fine before the update. I need to be able to access my office email, this is the main reason for me having a smart phone.
Vodafone, please offer us a solution to this problem.

[Wayne]

Hi Everyone,

Thanks for all your posts here. It looks like this is a firmware issue as it has only developed since the update.

Once we get a few more examples of this, we’ll get it raised to our device team for further investigation.

Thanks

Wayne

[rfigueiredo]

What do you mean "when we get a few more examples of this"?

It is a known, recognised, generalised issue.  As far as I can gather affecting everyone who uses an exchange account that requires security settings.

Like the above comment, the ONLY reason I have this phone is for push e-mail.  it is useless to me until Vodafone resolves this issue.

I hope Vodafone are not waiting for more people to complain before doing something.

Many thanks

R

[Playtoe]

Considering the number of bussiness customers that vodafone have and extensive testing that they do on new software, I would assume that they have access to an Exchange server to replicate the problem.

[Rhidian]

I have had exactly the same problem, despite performing a factopry reset.  I look forward to Vodafone sorting this out, and would be grateful if I could be told of any updates.

Many Thanks.

[James]

Hi Guys,

May thanks for your posts, before the eForum can raise anything to our devices teams we need between 3-5 examples of the issues.

As we now have these examples I have raised this for investigation for you and will update the thread once we have more details available.

James

[mkettle001]

Hi,

I had exactly the same issue after the ICS upgrade, but mine did get resolved after a full factory reset INCLUDING the SD card. Now have the fun of reinstalling everything from my backup.

Cheers

Mike

[mcoulthard]

I'm having exactly the same problem that everyone else is describing, and am also an NHS.net user.  Despite a full factory reset and all the pain that went with it, I'm still no further forward.  Hopefully Vodafone are happy that this is now enough of an 'issue'...

[rfigueiredo]

Any news from the devices team?  I still have a useless phone on an expensive contract for nothing

[Playtoe]

It's been over 3 weeks now that I've had no mobile access to my emails.

The phone no longer meets its functional specification.

I am very dissappointed in the way that all the problems with this phone have been treated and the ICS update has made things worse.

When I telephoned Vodafone customer service they told me to contact HTC directly because they had a patch to fix the email problem.

HTC said they didn't know anything about a patch but would phone me back within the hour after they had done some research.

That was 3 weeks ago and I'm still waiting for the call.

[James]

Hi Guys,

We have had an update on this one for you.

Basically when it comes to ICS it has an inbuilt security measure when connecting to an exchange server.

When you set up the exchange email account on the phone you will usually notice that an icon will appear in the notification bar which when selected will prompt you to enter an additional password for protection or to agree to the terms and conditions.

Alternatively if this doesn’t appear you would need to contact the exchange account administrator to make changes on the server to allow these devices to connect to the server through a different authentication.

James

[Playtoe]

James,

Are you referring to the prompt which says:

"Your exchange server requires that  you enable security policies to continue synchronizing.  Would you like to continue?"

Upon agreeing to this it then prompts you to assign a password or pin to the phone if one does not already exist.

This does not work, it just repeats the alert every time it tries to connect.

Few companies will change their corporate mail server to accommodate one phone when dozens of other android phone work perfectly well, as indeed this one did before the update.

Do you have any other solutions?

[chrisw99]

There is a modded version of the Mail.apk available on XDA, which has all the Exchange security policies disabled, for those who are happy to mod their phones...

http://forum.xda-developers.com/showthread.php?t=1520431

Basically just replace the Mail.apk from /system/app on your phone with the one from this thread, and you can access your Exchange accounts without PIN protection, or anything else your corporate server may force upon your phone.

[rfigueiredo]

Thanks for the reply with potential solution, however I don't want to root my phone and I don't want to solve the problem by removing the security which has been imposed on the account for a reason (i.e. it is an NHS account)

James:

This is not an issue with the exchange server.  It works perfectly well on iphones and other smartphones.  It worked perfectly well before the ICS update, and that was WITH the SAME security requirements.  The only thing that has changed is the ICS update.  I have contacted the account administrator who has obviously confirmed that the issue has nothing to do with them.  The issue is with the phone, and more specifically with a bug preventing its proper usage

We'd all be very grateful if someone properly looked into how to solve the issue.

Many thanks

[Dave]

Hi guys,

As James advised, the issue is down to settings in ICS which we have no control over.

We are happy to feed back any customer experiences, however this is something that Android would need to amend. 

Dave